Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] R. Director of C
Contact Email: [redacted]@smartpaylease.com
Dear Ms. [redacted],
Thank you for contacting SmartPay. I have taken over your case, and I want to apologize for any confusion that may have occurred...
while you were applying for and accepting your SmartPay Lease. We take this information very seriously and we will be investigating your claims to make sure this does not happen in the future. As for your lease dated June 14, 2015, you leased the items listed below from the MetroPCS store located at [redacted].
As per your lease agreement, you agreed to make an initial payment of $135.00 and 11 payments of $172.01, and at the end of the term, you would own the items listed below:
Items Leased
G Stylo
LG Stylo
I have attached a copy of your lease agreement to this email. It is also available to you online at anytime at SmartPayLease.com/Login.
As of today, you have made 1 of your 12 payments, and it appears we have been unable to collect the lease payment that was due on 7/14/15. From your previous communication, you expressed the want to make payments using cash. I have sent you an email and a text with information on how to process a cash payment for your SmartPay lease via PayNearMe. Below, please find a list of your remaining payments and their due dates.
This is a fixed 12 Payment Lease-to-own Plan.
Date Amount Progress
07/14/2015 $172.01 overdue
08/11/2015 $172.01 scheduled
09/08/2015 $172.01 scheduled
10/06/2015 $172.01 scheduled
11/03/2015 $172.01 scheduled
12/01/2015 $172.01 scheduled
12/29/2015 $172.01 scheduled
01/26/2016 $172.01 scheduled
02/23/2016 $172.01 scheduled
03/22/2016 $172.01 scheduled
04/19/2016 $172.01 scheduled
Your SmartPay lease agreement allows you to purchase items by leasing over a set period of time, but it also allows you to terminate your lease at any time. You may do so by choosing one of the following options:
1. Processing an Early Payoff
An Early Payoff allows you to purchase the items prior to the end of your lease term by processing a lump sum payment for the remaining retail value of the items leased. This option is available at anytime during the lease term. As of today, you are still within your promotional BuyOut Period. What this means is you may complete your lease, and own the items early, by processing a BuyOut. A BuyOut means if you pay the remaining cash value of the leased items, plus 20% of the retail value by September 18, 2015, you will own the items early and not have to make any further payments. Your current BuyOut Amount is $944.99. This includes the overdue payments of $172.01.
You may process your BuyOut online at SmartPayLease.com/login or over the phone at XXX-XXX-XXXX or by making a cash payment using PayNearMe.
2. Returning the Leased Items
You may terminate your lease by returning the leased items at anytime during the lease period. Once the items are received in good, working order, your SmartPay lease will be terminated, and you will not be charged for any future lease payments. For your convenience, I have attached a pre-paid FedEx label, if you chose to exercise this option.
Thank you again, and I hope this information is helpful.
Best,
[redacted]
Director of Customer Support
Initial Business Response /* (1000, 5, 2015/07/20) */
Customer was responded to directly via email on 07/20/15
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company offered no...
resolution.
Final Business Response /* (4000, 9, 2015/07/23) */
Dear Ms. [redacted],
Thank you for contacting SmartPay. We strive to provide excellent support to our customers at all times, and I will be taking over your case. I have reviewed your file and I see that you sent your return on Monday, June 22, 2015 and we received it on June 26, 2015. Our normal processing time for a return is about 10-15 days, as noted in the email you received accompanying your FedEx label on June 19, 2015.
I understand, you would like a refund for your scheduled monthly payment on June 25, 2015. Normally, we do not refund return payments until after the processing time, but I am willing to make an exception in this case. Please allow up to 7 business days for the credit of $20.62 to be reflected on your debit card ending in 7029.
Thank you again.
Best,
[redacted]
Director of Customer Support
Final Consumer Response /* (2000, 11, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company issued refund.
Do NOT EVER get a phone from this company. They will try to squeeze every last dime from you and keep making your lease longer and longer and then charge a termination fee. I regret ever getting involved with these people. They're crooks.
Initial Business Response /* (1000, 5, 2014/12/22) */
customer received response via e-mail
Initial Consumer Rebuttal /* (3000, 7, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I expect the original agreement.
Final Business...
Response /* (4000, 10, 2015/01/15) */
customer received a response via e-mail
Final Consumer Response /* (4200, 12, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Company is all about making money off of consumers. I am now receiving email offers to extend a settlement of over $400.00. This is ridiculous. I want the original amount due as payment in full! I want to be done with this Company once and for all!
Initial Business Response /* (1000, 6, 2015/07/10) */
The customer was sent the following email on 7/10/15:
Hi [redacted],
My name is [redacted] and I am in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and account history with...
us. I also reviewed the call you referenced with the agent named David and it seems though as though he misinformed you. We apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015).
Please accept our apologies and feel free to contact me with any other questions or concerns.
Thank you,
Initial Consumer Rebuttal /* (3000, 8, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Smart pay contacted me via email on Friday July 10, 2015 at 15:17
Smart Pay Response: [redacted] (Help Center)
Jul 10, 15:17
Hi [redacted],
My name is [redacted] and I am in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and account history with us. I also reviewed the call you referenced with the agent named David and it seems though as though he misinformed you. We apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015).
Please accept our apologies and feel free to contact me with any other questions or concerns.
Thank you,
Smart Pay Customer Support Team
I notice once again how this email is not detailed at all; in fact I'm not sure if they are responding to help me resolve my issues or just responding to say they did because they were contacted by the Revdex.com. I also realize they observed I was misinformed by one of their representative. Secondly, [redacted] stated "I am in charge of handling complaints filed with the Revdex.com." If this is true where is his direct number so I could give him a phone call? In addition I notice he didn't leave any phone number for a complaint department. On Tuesday July 14,2015 I called Smart pay to hopefully get in contact with [redacted] or someone in the complaints department , I was told that I could talk to her about my concern. Her name was [redacted].
Below is an email confirmation I will also attach this email. I asked [redacted] about the complaints department and she was clueless about a complaint department. On the other hand [redacted] did tell me that I could email smart,[redacted]@smartpaylease.com. [redacted] told me I could mail my complain in. so I begin to state my complaint to her, telling her that I wanted to make the payment to complete my contract with Smart Pay for the amount of $324.14 she told me because I missed the date for June, my payment had increase from $534.20, to $643.00.in addition my option to buy out for the $324.14 is not an option anymore. I also explained how I was told they would modify my date. She immediately started to tell me how the modification date is totally different from the buyout date. I explained that is not what I was told or receive recently in my email. I also make clear to her how I was misinformed by one of their representatives, my current total balance was $453.74 and early pay off would be $324.14. This is what I was told I had to pay to end the contract. Without delay [redacted] the customer Service she told me she will send my complaint to the head office. I told her I don't think it is fair to me that I should have to pay 600.00 to buy out my contract if the phone was around the same price, including the $430.00 I already paid.
[redacted] (Help Center)
Jul 14, 15:12
Hi [redacted],
Thank you for contacting Smart Pay Support.
If you have any further questions, please let us know by contacting us at [redacted]@smartpaylease.com or XXX-XXX-XXXX. For answers to our Frequently Asked Questions, you may visit SmartPaylease.com/help.
Best,
Final Business Response /* (4000, 22, 2015/07/31) */
Hi [redacted],
We are contacting you to follow up with you on your SmartPay Settlement Agreement.
Your Buy Out request was processed successfully.
Transaction date: 7/29/15
We debited your primary payment method for the amount of: $324.15
Your SmartPay lease has been completed.
Please allow up to 10 business days for this to be reflected at SmartPayLease.com/login
Thank you very much and if you would like to view the details of your SmartPay lease, you may do so by logging in at SmartPayLease.com/login. Here you can view your payment dates, SmartPay Lease Terms and Conditions as well as other relevant information regarding your SmartPayLease. If you have further questions, you may visit SmartPayLease.com/help for more information or you may contact us at XXX-XXX-XXXX.
Best,
[redacted]
Final Consumer Response /* (4200, 30, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello I'm writing to inform you concerning my complaint filed against Smart Pay. Smart Pay gave me two options concerning my leasing contract with them. First option was an early pay payoff amount for $324.15 to complete my contract, or Secondly send the product( Samsung Galaxy s5 phone) back too Smart to terminate the contract. I choose to honor my word and make the payment of $324.15 on July 29, 2015. I later received an email stating "I receive an email from Smart Pay telling me thank you for your payment in the amount of $324.15 and I have 5 payments left and you also encouraged me to keep my card on file." As of today I'm not sure what's actually going on. As of Monday August 10, 2015 I really do not know if my lease is completed. I receive several emails from different support representative all saying something different concerning this leasing contract.
Initial Business Response /* (1000, 5, 2014/12/17) */
customer received a response via e-mail
Initial Consumer Rebuttal /* (3000, 12, 2015/01/12) */
Case still unresolved. Will follow-up with AG office as business refused to return money and still trying to collect additional...
payments.
Business acknowledge their error in email answer to me however still not rectifying their error.
Final Business Response /* (4000, 14, 2015/01/15) */
customer received a response via e-mail
Final Consumer Response /* (4200, 16, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are the emails I received from Smartpay. On the one dated 12/8/15, they acknowledge the confusion regarding the Early pay off and my lease but still insist on keeping the payments I made after July 2014. This is going to be escalated to the AG office. Smartpay and its affiliates have failed to appropriately advertise the use of their services as per NYC Personal Property Article XX - (XXX - XXX)dictating rental purcharse agreement (rent to own). I was not made aware of crucial elements pertaining to this program as it was moonlighted as a payment plan and not lease to own program. Further more, company failed to provide reasonable resolution to the issues raised even though they acknowledge their errors and lack of transparency/training when offering the program. They also failed to provide documentation regarding the supposed lease at the time of signature and only made it available when I complained about not having access to it.
Now they want to collect payment that I retracted from November. I believe that Smartpay is misunderstanding the fact that they are the ones who still owe me approximately $538.50. I would greatly appreciate this refund be processed in the next 30 business days.
Thank you
SmartPay Lease Support
To me
Jan 15 at 11:04 AM
[redacted] K. (Help Center)
Jan XX XX:XX
Hi [redacted],
Thanks for contacting us. On 1/3, you disputed a charge with us for $120.85. As this was the legitimate 8th Installment of the agreement, we will be sending you to our collections program to work out a repayment schedule for this payment. Per our previous e-mail, the 9th and final installment has been waived.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and have a great day.
Best,
Customer Support Team
SmartPay Lease Support
To me
Dec 17, 2014
[redacted] K. (Help Center)
Dec XX XX:XX
Hi [redacted],
Thanks for contacting us. Per the terms of your lease agreement, you agreed to make 10 payments of $120.85. However, due to the confusion regarding the Early Payoff Option and your lease, we waived your remaining payment in our reply on December 8th, and consider your lease complete. After looking further into this issue, we are unable to fulfill your request at this time.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and have a great day.
Best,
Customer Support Team
[redacted] (Help Center)
Dec XX XX:XX
Dear [redacted],
Thank you for contacting SmartPay support. I want to apologize for any confusion regarding your 10 month SmartPay lease to own program. For your reference, I have attached a copy of your Lease Terms and Conditions. Please note, these Terms are always available for your review on your customer dashboard, located smartpaylease.com/login.
As per your lease agreement, you agreed to make 10 payments of $120.85, and at the end of the term, you would own the items listed below:
Sam galaxy sX XXXXXXXXXXXXXXX
case
esn
As of today, you have made 9 of your 10 payments. Below, please find a list of your remaining payments and their due dates.
12/19/2014 $120.85 scheduled
Due to the confusion regarding the Early Payoff Option and your lease, we are willing to waive your remaining payment and consider your lease complete. You now own the items listed above.
Please allow 5-7 business days for our team to update your online account information.
If you have more questions, contact us at [redacted]@smartpaylease.com or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for using SmartPay.
Best,
[redacted]
Customer Support Team
Initial Business Response /* (1000, 5, 2014/04/29) */
The customer was responded to via email on 4/29/14
Initial Consumer Rebuttal /* (2000, 7, 2014/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/09) */
The following email was sent to the customer on 4/9/15
Hi [redacted],
My name is [redacted] and I'm charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and account history and...
wanted to clarify a few things. Our records show that on 3/31/15, you initiated 3 payments of $48.71 for your SmartPay lease, several minutes apart. These payments were applied to your account and helped pay off your lease. On 04/01/15, we were notified by your bank that you were disputing the first of the three payments claiming that it was a duplicate. Because you initiated the payments yourself (and they were not collected by our system), we responded to the dispute stating that it was not a duplicate because it was initiated by the customer (you). Ultimately, the dispute was ruled in your favor and the payment that had been applied to your account was put back in your bank account (and no longer was applied to your SmartPay account). Because of this, your account is no longer closed or fully paid for and still owes $48.71.
Please do not hesitate to contact me with any other questions or concerns.
Thank you,
Initial Business Response /* (1000, 5, 2014/07/14) */
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us.
I've attached the Terms and Conditions per your...
request. Additionally, if you wish to return the phone, here are the steps:
please e-mail [redacted]@billfloat.com for a pre=paid FedEx return label
Send the phone back to us
Once we receive it, you will owe no more future payments.
All the best,
[redacted]
Do not go with smart pay cause when I bougbt the phone they told me I only have to pay 450 for the phone I said cool when I got home I checked in iam payin 866 plus the 120 I paid today in they told me that was towards the phone I look at the paper iam payjng 7578 11 time for 6 months that 866 if they would have told me that I would have bought the phone right out for 450 so if you go threw smartpay make sure your payin what they say cause now they tell me it interest on the phone [redacted] them
I went to metro pcs to purchase a phone for my daughter for back to school, I was advised by the sales person that I could use Smart pay, where as I can just put a small deposit and pay monthly $46.40, my daughters phone was only $199 so on my bill I received from metro my total is suppose to be $269.. Now ive been paying since August every two weeks and I have paid more than $269, now today I called to find out whats going on, I was advised that my daughters phone is on a lease for 12 month, so for that 12 months period I will be paying over $500.... close to three phone cost!!! So tell me how that is fair to consumers, and if this was ever disclosed to anyone in their right mind if they would ever agree to this!!! Like I told the repesentive today this is a total RIP OFF!! This company Smart pay needs to be more clear so comsumers know exactly what they are getting into....I am not paying any more money to this company because I have Already paid more the enough for the phone..
Initial Business Response /* (1000, 5, 2014/02/18) */
On 2/18/14 the following email was sent to the customer:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us...
and it seems like there is some confusion as to how our program works. Per the Terms & Conditions that were agreed when you signed up for SmartPay, your lease is for 10 payments of $121.90, with a portion of each payment going to the price of the phone and another portion going to cover rental fees. Please note that you have an option to pay off the lease early at any time at a discount (if the early pay off is completed within 90 days of the start of the lease, the total amount paid would equal the price of the phone had it been purchased for cash in store). These Terms & Conditions, and other information, are available to you in your online SmartPay account at home.billfloat.com.
Please feel free to respond with any questions or concerns.
Thank you,
Initial Business Response /* (1000, 5, 2014/05/26) */
on 5/26/14, the customer was sent the following email:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with...
us.
I wanted to clarify the details of your lease so that we work towards a resolution. Our system shows that on 10/21/13, you leased a Samsung Galaxy S4, an LG Optimus L9 as well as your first month of service using SmartPay from a MetroPCS store on [redacted] Blvd, Suite [redacted] CA, XXXXX. Your lease was for 10 payments of $205.33 with the option to pay off early at any time. To date, you have completed 7 of the 10 payments and are 1 payment overdue.
All of this information is included in the Terms & Conditions associated with your lease, which I have attached to this email, and are also available at home.billfloat.com.
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response for many reasons which I already explained in my letter; this just confirms to me that this is really a SCAM between SmartPay and MetroPCS:
1.- MetroPCS never mentioned anything about SmartPay or that their offer was a Lease-to-buy agreement. They just offered me a 3 months plan to pay my equipment on equal installments.
3.- From what read in the letter above, the leased didn't include my first month of service which I paid it on that day. the number of LG Optimus L9 phones IS NOT CORRECT nor is correct the MetroPCS store I got them from. I can provide the correct information if needed, but this just proves how bad the SCAM is.
3.- I have never seen the terms and conditions until after I started the complaint and SmartPay sent them to me.
4.- I NEVER agreed to the terms and conditions either and, as I stated in my letter, the "process" that is supposed to be used by SmartPay, according to MetroPCS, in notifying customers, to "agree to the terms" was not followed in my case; I NEVER received a phone call or an email for me to agree to any "lease agreement".
5.- I NEVER did any deal SmartPay and MetroPCS was VERY insistent that I take advantage of their promotion and that I didn't have to pay the equipment right away, even after I wanted to pay it that day.
I feel this is just a trick used to make us believe that we have 3 months and later on when customers, like me, notice that more money keeps on being deducted and after calling them to investigate, we find out what is going on, the-month promotion period is over and that we still owe a lot of money. How can we not fall into this when we are lied about everything?
The equipment was just $1,029.33 and now I have to pay ($205.33 * 10 months) = $2,053.30. This is really a rip off. I have already made 7 payments (deducted monthly from the bank), $1,437,31 and I feel I have to be reimbursed for the overpaid amount of $407.98 ($1,437.31 - $1,029.33).
As I was told by a representative of SmartPay, "How do you think we make money?" during the second phone call when the Ticket Number XXXXXX was opened, but not by lying to the customers and by being so tricky. Again, the terms and conditions document that I recently read, doesn't have the proper information: equipment and MetroPCS Store location, and also, the certification of agreement was not obtain from me as I never agreed to anything by mail, by phone or electronically as stated in the document "If your Lease-Purchase application is approved, you will be asked to electronically sign your Lease-Purchase Agreement (set forth below) by checking a "Sign Here" box. When you do that, you also will be certifying that you agree to receive disclosures and notices electronically." I have never, in fact, logged into any of their websites and never have setup my account; which I have been asked lately in all of the emails I now receive from SmartPay.
I really hope Revdex.com can do something about this to prevent more people fall into this SCAM which seems to be between MetroPCS stores and SmartPay.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2014/06/17) */
responded to customer via e-mail
Final Consumer Response /* (4200, 11, 2014/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once more, I do not accept their proposed resolution because I don't believe I owe any penny anymore. I already explained the reasons in my letter and also in the previous response. I really don't know what else to explain here. The email I received from SmartPay on June 17, proposes a 50% 0ff de Early Payoff Price because I was "misinformed". Not only I was misinformed but I never agreed to any terms as stated by SmartPay and they have not shown any proof of me agreeing to any agreement; which has wrong information about the equipment I got and the MetroPCS store I got the equipment at. I just see a lot of wrong information about the terms I agree to which is obvious that it is not correct because this is just a SCAM. I also keep receiving phone call from my bank stating that SamrtPay keeps on trying to deduct money from my bank account. AS I stated before, I am not willing to pay any more money to SmartPay and I do expect a refund of the already overpaid amount of $407.98.
Please read again my previous response for the detailed information about what has happened already and why this is clearly a SM. I just wonder how many more people are in this same situation with SmartPay or similar companies that make many in a total dishonest way. I feel Revdex.com has to help us stop this ASAP. I will go as far as I have to in order to stop this and maybe also help other people in the same situation.
Please Revdex.com, help us here by requesting fro the proper documentation of the agreement, the correct equipment, the Metro PCS store I got the equipment at, and my signature of the agreement. I did not received any email or phone call and I have never logged into SmartPay so I couldn't agreed electronically either.
Initial Business Response /* (1000, 5, 2014/03/18) */
We have contacted the customer via email to address this issue
Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They requested a copy of my...
bank statements to proof there were funds in my account, but I am still waiting their response. Issue not resolved yet.
Final Business Response /* (4000, 9, 2014/03/28) */
We have worked out a resolution to this customer's issue over email. Their 90 days same as cash did not process due to a system error - we have fixed the issue, honored their request, and consider this lease complete.
Final Consumer Response /* (4200, 11, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per their resolution:
We have worked out a resolution to this customer's issue over email. Their 90 days same as cash did not process due to a system error - we have fixed the issue, honored their request, and consider this lease complete.
Account still shows overdue with pending 5 payments of 73.61 until 7/2014. I would like to see those cleared from the account as I would not like for this mistake to appear on a collection or something like it on my SS in the future.
Thanks,
Initial Business Response /* (1000, 8, 2015/04/28) */
The following email was sent to the customer in response to their complaint on 4/27/15:
Hi,
My name is [redacted] and I am in charge of following up with complaints filed with the Revdex.com. I've had a chance to review your...
history with us and I wanted to clarify a few items.
The first item I wanted to address was your complaint regarding the state of the items you leased. SmartPay's lease program acts only as a payment method that helps customer's acquire the items they want and own them after they complete all of their lease payments. We work with stores all over the country and because our application completed online (in-store), we rely on the store employees to make sure that the items being leased are what the customers are expecting to be leasing. Although the description of the items you leased does not mention the locked/unlocked status of your phone that you mentioned, if you feel that the store misrepresented the items that were leased to you, we suggest that you discuss it with the store manager/employee that you worked with as it is something that is not in our control. If you decide that you no longer wish to continue to make payments and maintain possession of the items leased to you, you have the option to return the leased items (at no cost to you) and all further lease payments will be cancelled.
With regards to the payment you disputed, the bank's decision applies only to whether or not the charge on your debit card was legitimate or not, not to your legal requirement to make lease payments that you agreed to pay. Although the bank decided that the charge (which you requested) was illegitimate, this does not remove your responsibility for the payments.
With regards to the collections calls you are receiving, the payment you disputed has essentially negated the previous payment you made and has brought your account to an overdue status. Because of this, our collections agents will continue to contact you in order to work out a way to make the payments due for your lease.
Please do not hesitate to contact us with any other questions or concerns.
Thank you,
Initial Business Response /* (1000, 5, 2015/01/28) */
The following email was sent to the customer on 1/28/15:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us....
Firstly, I'd like to apologize for the service you've received so far. We genuinely do strive to serve every customer and are still working towards that goal.
With regards to your lease with us, it seems as though there was an error in generating appropriate Terms & Conditions associated with your lease type. While there is a termination fee associated with your lease, it did not appear in document. Because of this, we will be refunding your payment of $118.48
Please allow 3-5 business days for this money to appear in your account. We apologize for the misunderstanding.
Please feel free to respond with any questions or concerns. We appreciate your patience and are looking forward to resolving this matter with your satisfaction.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/08) */
Our records show that the customer was able to successfully pay off their lease before their BuyOut deadline, as requested. This case can be considered solved.
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] R. Director of C
Contact Email: [redacted]@smartpaylease.com
Dear Ms. [redacted],
Thank you for contacting SmartPay. I have taken over your case, and I want to apologize for any confusion that may have occurred...
while you were applying for and accepting your SmartPay Lease. We take this information very seriously and we will be investigating your claims to make sure this does not happen in the future. As for your lease dated June 14, 2015, you leased the items listed below from the MetroPCS store located at [redacted].
As per your lease agreement, you agreed to make an initial payment of $135.00 and 11 payments of $172.01, and at the end of the term, you would own the items listed below:
Items Leased
G Stylo
LG Stylo
I have attached a copy of your lease agreement to this email. It is also available to you online at anytime at SmartPayLease.com/Login.
As of today, you have made 1 of your 12 payments, and it appears we have been unable to collect the lease payment that was due on 7/14/15. From your previous communication, you expressed the want to make payments using cash. I have sent you an email and a text with information on how to process a cash payment for your SmartPay lease via PayNearMe. Below, please find a list of your remaining payments and their due dates.
This is a fixed 12 Payment Lease-to-own Plan.
Date Amount Progress
07/14/2015 $172.01 overdue
08/11/2015 $172.01 scheduled
09/08/2015 $172.01 scheduled
10/06/2015 $172.01 scheduled
11/03/2015 $172.01 scheduled
12/01/2015 $172.01 scheduled
12/29/2015 $172.01 scheduled
01/26/2016 $172.01 scheduled
02/23/2016 $172.01 scheduled
03/22/2016 $172.01 scheduled
04/19/2016 $172.01 scheduled
Your SmartPay lease agreement allows you to purchase items by leasing over a set period of time, but it also allows you to terminate your lease at any time. You may do so by choosing one of the following options:
1. Processing an Early Payoff
An Early Payoff allows you to purchase the items prior to the end of your lease term by processing a lump sum payment for the remaining retail value of the items leased. This option is available at anytime during the lease term. As of today, you are still within your promotional BuyOut Period. What this means is you may complete your lease, and own the items early, by processing a BuyOut. A BuyOut means if you pay the remaining cash value of the leased items, plus 20% of the retail value by September 18, 2015, you will own the items early and not have to make any further payments. Your current BuyOut Amount is $944.99. This includes the overdue payments of $172.01.
You may process your BuyOut online at SmartPayLease.com/login or over the phone at XXX-XXX-XXXX or by making a cash payment using PayNearMe.
2. Returning the Leased Items
You may terminate your lease by returning the leased items at anytime during the lease period. Once the items are received in good, working order, your SmartPay lease will be terminated, and you will not be charged for any future lease payments. For your convenience, I have attached a pre-paid FedEx label, if you chose to exercise this option.
Thank you again, and I hope this information is helpful.
Best,
[redacted]
Director of Customer Support
Initial Business Response /* (1000, 5, 2015/07/20) */
Customer was responded to directly via email on 07/20/15
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company offered no...
resolution.
Final Business Response /* (4000, 9, 2015/07/23) */
Dear Ms. [redacted],
Thank you for contacting SmartPay. We strive to provide excellent support to our customers at all times, and I will be taking over your case. I have reviewed your file and I see that you sent your return on Monday, June 22, 2015 and we received it on June 26, 2015. Our normal processing time for a return is about 10-15 days, as noted in the email you received accompanying your FedEx label on June 19, 2015.
I understand, you would like a refund for your scheduled monthly payment on June 25, 2015. Normally, we do not refund return payments until after the processing time, but I am willing to make an exception in this case. Please allow up to 7 business days for the credit of $20.62 to be reflected on your debit card ending in 7029.
Thank you again.
Best,
[redacted]
Director of Customer Support
Final Consumer Response /* (2000, 11, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company issued refund.
Initial Business Response /* (1000, 5, 2014/11/06) */
customer received response via e-mail
Do NOT EVER get a phone from this company. They will try to squeeze every last dime from you and keep making your lease longer and longer and then charge a termination fee. I regret ever getting involved with these people. They're crooks.
Initial Business Response /* (1000, 5, 2014/12/22) */
customer received response via e-mail
Initial Consumer Rebuttal /* (3000, 7, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I expect the original agreement.
Final Business...
Response /* (4000, 10, 2015/01/15) */
customer received a response via e-mail
Final Consumer Response /* (4200, 12, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Company is all about making money off of consumers. I am now receiving email offers to extend a settlement of over $400.00. This is ridiculous. I want the original amount due as payment in full! I want to be done with this Company once and for all!
Initial Business Response /* (1000, 6, 2015/07/10) */
The customer was sent the following email on 7/10/15:
Hi [redacted],
My name is [redacted] and I am in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and account history with...
us. I also reviewed the call you referenced with the agent named David and it seems though as though he misinformed you. We apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015).
Please accept our apologies and feel free to contact me with any other questions or concerns.
Thank you,
Initial Consumer Rebuttal /* (3000, 8, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Smart pay contacted me via email on Friday July 10, 2015 at 15:17
Smart Pay Response: [redacted] (Help Center)
Jul 10, 15:17
Hi [redacted],
My name is [redacted] and I am in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and account history with us. I also reviewed the call you referenced with the agent named David and it seems though as though he misinformed you. We apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015).
Please accept our apologies and feel free to contact me with any other questions or concerns.
Thank you,
Smart Pay Customer Support Team
I notice once again how this email is not detailed at all; in fact I'm not sure if they are responding to help me resolve my issues or just responding to say they did because they were contacted by the Revdex.com. I also realize they observed I was misinformed by one of their representative. Secondly, [redacted] stated "I am in charge of handling complaints filed with the Revdex.com." If this is true where is his direct number so I could give him a phone call? In addition I notice he didn't leave any phone number for a complaint department. On Tuesday July 14,2015 I called Smart pay to hopefully get in contact with [redacted] or someone in the complaints department , I was told that I could talk to her about my concern. Her name was [redacted].
Below is an email confirmation I will also attach this email. I asked [redacted] about the complaints department and she was clueless about a complaint department. On the other hand [redacted] did tell me that I could email smart,[redacted]@smartpaylease.com. [redacted] told me I could mail my complain in. so I begin to state my complaint to her, telling her that I wanted to make the payment to complete my contract with Smart Pay for the amount of $324.14 she told me because I missed the date for June, my payment had increase from $534.20, to $643.00.in addition my option to buy out for the $324.14 is not an option anymore. I also explained how I was told they would modify my date. She immediately started to tell me how the modification date is totally different from the buyout date. I explained that is not what I was told or receive recently in my email. I also make clear to her how I was misinformed by one of their representatives, my current total balance was $453.74 and early pay off would be $324.14. This is what I was told I had to pay to end the contract. Without delay [redacted] the customer Service she told me she will send my complaint to the head office. I told her I don't think it is fair to me that I should have to pay 600.00 to buy out my contract if the phone was around the same price, including the $430.00 I already paid.
[redacted] (Help Center)
Jul 14, 15:12
Hi [redacted],
Thank you for contacting Smart Pay Support.
If you have any further questions, please let us know by contacting us at [redacted]@smartpaylease.com or XXX-XXX-XXXX. For answers to our Frequently Asked Questions, you may visit SmartPaylease.com/help.
Best,
Final Business Response /* (4000, 22, 2015/07/31) */
Hi [redacted],
We are contacting you to follow up with you on your SmartPay Settlement Agreement.
Your Buy Out request was processed successfully.
Transaction date: 7/29/15
We debited your primary payment method for the amount of: $324.15
Your SmartPay lease has been completed.
Please allow up to 10 business days for this to be reflected at SmartPayLease.com/login
Thank you very much and if you would like to view the details of your SmartPay lease, you may do so by logging in at SmartPayLease.com/login. Here you can view your payment dates, SmartPay Lease Terms and Conditions as well as other relevant information regarding your SmartPayLease. If you have further questions, you may visit SmartPayLease.com/help for more information or you may contact us at XXX-XXX-XXXX.
Best,
[redacted]
Final Consumer Response /* (4200, 30, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello I'm writing to inform you concerning my complaint filed against Smart Pay. Smart Pay gave me two options concerning my leasing contract with them. First option was an early pay payoff amount for $324.15 to complete my contract, or Secondly send the product( Samsung Galaxy s5 phone) back too Smart to terminate the contract. I choose to honor my word and make the payment of $324.15 on July 29, 2015. I later received an email stating "I receive an email from Smart Pay telling me thank you for your payment in the amount of $324.15 and I have 5 payments left and you also encouraged me to keep my card on file." As of today I'm not sure what's actually going on. As of Monday August 10, 2015 I really do not know if my lease is completed. I receive several emails from different support representative all saying something different concerning this leasing contract.
Initial Business Response /* (1000, 5, 2014/12/17) */
customer received a response via e-mail
Initial Consumer Rebuttal /* (3000, 12, 2015/01/12) */
Case still unresolved. Will follow-up with AG office as business refused to return money and still trying to collect additional...
payments.
Business acknowledge their error in email answer to me however still not rectifying their error.
Final Business Response /* (4000, 14, 2015/01/15) */
customer received a response via e-mail
Final Consumer Response /* (4200, 16, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are the emails I received from Smartpay. On the one dated 12/8/15, they acknowledge the confusion regarding the Early pay off and my lease but still insist on keeping the payments I made after July 2014. This is going to be escalated to the AG office. Smartpay and its affiliates have failed to appropriately advertise the use of their services as per NYC Personal Property Article XX - (XXX - XXX)dictating rental purcharse agreement (rent to own). I was not made aware of crucial elements pertaining to this program as it was moonlighted as a payment plan and not lease to own program. Further more, company failed to provide reasonable resolution to the issues raised even though they acknowledge their errors and lack of transparency/training when offering the program. They also failed to provide documentation regarding the supposed lease at the time of signature and only made it available when I complained about not having access to it.
Now they want to collect payment that I retracted from November. I believe that Smartpay is misunderstanding the fact that they are the ones who still owe me approximately $538.50. I would greatly appreciate this refund be processed in the next 30 business days.
Thank you
SmartPay Lease Support
To me
Jan 15 at 11:04 AM
[redacted] K. (Help Center)
Jan XX XX:XX
Hi [redacted],
Thanks for contacting us. On 1/3, you disputed a charge with us for $120.85. As this was the legitimate 8th Installment of the agreement, we will be sending you to our collections program to work out a repayment schedule for this payment. Per our previous e-mail, the 9th and final installment has been waived.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and have a great day.
Best,
Customer Support Team
SmartPay Lease Support
To me
Dec 17, 2014
[redacted] K. (Help Center)
Dec XX XX:XX
Hi [redacted],
Thanks for contacting us. Per the terms of your lease agreement, you agreed to make 10 payments of $120.85. However, due to the confusion regarding the Early Payoff Option and your lease, we waived your remaining payment in our reply on December 8th, and consider your lease complete. After looking further into this issue, we are unable to fulfill your request at this time.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and have a great day.
Best,
Customer Support Team
[redacted] (Help Center)
Dec XX XX:XX
Dear [redacted],
Thank you for contacting SmartPay support. I want to apologize for any confusion regarding your 10 month SmartPay lease to own program. For your reference, I have attached a copy of your Lease Terms and Conditions. Please note, these Terms are always available for your review on your customer dashboard, located smartpaylease.com/login.
As per your lease agreement, you agreed to make 10 payments of $120.85, and at the end of the term, you would own the items listed below:
Sam galaxy sX XXXXXXXXXXXXXXX
case
esn
As of today, you have made 9 of your 10 payments. Below, please find a list of your remaining payments and their due dates.
12/19/2014 $120.85 scheduled
Due to the confusion regarding the Early Payoff Option and your lease, we are willing to waive your remaining payment and consider your lease complete. You now own the items listed above.
Please allow 5-7 business days for our team to update your online account information.
If you have more questions, contact us at [redacted]@smartpaylease.com or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for using SmartPay.
Best,
[redacted]
Customer Support Team
Initial Business Response /* (1000, 5, 2014/04/29) */
The customer was responded to via email on 4/29/14
Initial Consumer Rebuttal /* (2000, 7, 2014/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/09) */
The following email was sent to the customer on 4/9/15
Hi [redacted],
My name is [redacted] and I'm charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and account history and...
wanted to clarify a few things. Our records show that on 3/31/15, you initiated 3 payments of $48.71 for your SmartPay lease, several minutes apart. These payments were applied to your account and helped pay off your lease. On 04/01/15, we were notified by your bank that you were disputing the first of the three payments claiming that it was a duplicate. Because you initiated the payments yourself (and they were not collected by our system), we responded to the dispute stating that it was not a duplicate because it was initiated by the customer (you). Ultimately, the dispute was ruled in your favor and the payment that had been applied to your account was put back in your bank account (and no longer was applied to your SmartPay account). Because of this, your account is no longer closed or fully paid for and still owes $48.71.
Please do not hesitate to contact me with any other questions or concerns.
Thank you,
Initial Business Response /* (1000, 5, 2014/07/14) */
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us.
I've attached the Terms and Conditions per your...
request. Additionally, if you wish to return the phone, here are the steps:
please e-mail [redacted]@billfloat.com for a pre=paid FedEx return label
Send the phone back to us
Once we receive it, you will owe no more future payments.
All the best,
[redacted]
Do not go with smart pay cause when I bougbt the phone they told me I only have to pay 450 for the phone I said cool when I got home I checked in iam payin 866 plus the 120 I paid today in they told me that was towards the phone I look at the paper iam payjng 7578 11 time for 6 months that 866 if they would have told me that I would have bought the phone right out for 450 so if you go threw smartpay make sure your payin what they say cause now they tell me it interest on the phone [redacted] them
Initial Business Response /* (1000, 5, 2015/06/03) */
Customer is being refunded for the error.
I went to metro pcs to purchase a phone for my daughter for back to school, I was advised by the sales person that I could use Smart pay, where as I can just put a small deposit and pay monthly $46.40, my daughters phone was only $199 so on my bill I received from metro my total is suppose to be $269.. Now ive been paying since August every two weeks and I have paid more than $269, now today I called to find out whats going on, I was advised that my daughters phone is on a lease for 12 month, so for that 12 months period I will be paying over $500.... close to three phone cost!!! So tell me how that is fair to consumers, and if this was ever disclosed to anyone in their right mind if they would ever agree to this!!! Like I told the repesentive today this is a total RIP OFF!! This company Smart pay needs to be more clear so comsumers know exactly what they are getting into....I am not paying any more money to this company because I have Already paid more the enough for the phone..
Initial Business Response /* (1000, 5, 2014/02/18) */
On 2/18/14 the following email was sent to the customer:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us...
and it seems like there is some confusion as to how our program works. Per the Terms & Conditions that were agreed when you signed up for SmartPay, your lease is for 10 payments of $121.90, with a portion of each payment going to the price of the phone and another portion going to cover rental fees. Please note that you have an option to pay off the lease early at any time at a discount (if the early pay off is completed within 90 days of the start of the lease, the total amount paid would equal the price of the phone had it been purchased for cash in store). These Terms & Conditions, and other information, are available to you in your online SmartPay account at home.billfloat.com.
Please feel free to respond with any questions or concerns.
Thank you,
Initial Business Response /* (1000, 5, 2014/05/26) */
M. I just wonder how many more people are in this same situation with SmartPay or similar companies that make many in a total dishonest way. I feel Revdex.com has to help us stop this ASAP. I will go as far as I have to in order to stop this and maybe also help other people in the same situation.
on 5/26/14, the customer was sent the following email:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with...
us.
I wanted to clarify the details of your lease so that we work towards a resolution. Our system shows that on 10/21/13, you leased a Samsung Galaxy S4, an LG Optimus L9 as well as your first month of service using SmartPay from a MetroPCS store on [redacted] Blvd, Suite [redacted] CA, XXXXX. Your lease was for 10 payments of $205.33 with the option to pay off early at any time. To date, you have completed 7 of the 10 payments and are 1 payment overdue.
All of this information is included in the Terms & Conditions associated with your lease, which I have attached to this email, and are also available at home.billfloat.com.
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response for many reasons which I already explained in my letter; this just confirms to me that this is really a SCAM between SmartPay and MetroPCS:
1.- MetroPCS never mentioned anything about SmartPay or that their offer was a Lease-to-buy agreement. They just offered me a 3 months plan to pay my equipment on equal installments.
3.- From what read in the letter above, the leased didn't include my first month of service which I paid it on that day. the number of LG Optimus L9 phones IS NOT CORRECT nor is correct the MetroPCS store I got them from. I can provide the correct information if needed, but this just proves how bad the SCAM is.
3.- I have never seen the terms and conditions until after I started the complaint and SmartPay sent them to me.
4.- I NEVER agreed to the terms and conditions either and, as I stated in my letter, the "process" that is supposed to be used by SmartPay, according to MetroPCS, in notifying customers, to "agree to the terms" was not followed in my case; I NEVER received a phone call or an email for me to agree to any "lease agreement".
5.- I NEVER did any deal SmartPay and MetroPCS was VERY insistent that I take advantage of their promotion and that I didn't have to pay the equipment right away, even after I wanted to pay it that day.
I feel this is just a trick used to make us believe that we have 3 months and later on when customers, like me, notice that more money keeps on being deducted and after calling them to investigate, we find out what is going on, the-month promotion period is over and that we still owe a lot of money. How can we not fall into this when we are lied about everything?
The equipment was just $1,029.33 and now I have to pay ($205.33 * 10 months) = $2,053.30. This is really a rip off. I have already made 7 payments (deducted monthly from the bank), $1,437,31 and I feel I have to be reimbursed for the overpaid amount of $407.98 ($1,437.31 - $1,029.33).
As I was told by a representative of SmartPay, "How do you think we make money?" during the second phone call when the Ticket Number XXXXXX was opened, but not by lying to the customers and by being so tricky. Again, the terms and conditions document that I recently read, doesn't have the proper information: equipment and MetroPCS Store location, and also, the certification of agreement was not obtain from me as I never agreed to anything by mail, by phone or electronically as stated in the document "If your Lease-Purchase application is approved, you will be asked to electronically sign your Lease-Purchase Agreement (set forth below) by checking a "Sign Here" box. When you do that, you also will be certifying that you agree to receive disclosures and notices electronically." I have never, in fact, logged into any of their websites and never have setup my account; which I have been asked lately in all of the emails I now receive from SmartPay.
I really hope Revdex.com can do something about this to prevent more people fall into this SCAM which seems to be between MetroPCS stores and SmartPay.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2014/06/17) */
responded to customer via e-mail
Final Consumer Response /* (4200, 11, 2014/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once more, I do not accept their proposed resolution because I don't believe I owe any penny anymore. I already explained the reasons in my letter and also in the previous response. I really don't know what else to explain here. The email I received from SmartPay on June 17, proposes a 50% 0ff de Early Payoff Price because I was "misinformed". Not only I was misinformed but I never agreed to any terms as stated by SmartPay and they have not shown any proof of me agreeing to any agreement; which has wrong information about the equipment I got and the MetroPCS store I got the equipment at. I just see a lot of wrong information about the terms I agree to which is obvious that it is not correct because this is just a SCAM. I also keep receiving phone call from my bank stating that SamrtPay keeps on trying to deduct money from my bank account. AS I stated before, I am not willing to pay any more money to SmartPay and I do expect a refund of the already overpaid amount of $407.98.
Please read again my previous response for the detailed information about what has happened already and why this is clearly a S
Please Revdex.com, help us here by requesting fro the proper documentation of the agreement, the correct equipment, the Metro PCS store I got the equipment at, and my signature of the agreement. I did not received any email or phone call and I have never logged into SmartPay so I couldn't agreed electronically either.
Initial Business Response /* (1000, 5, 2014/03/18) */
We have contacted the customer via email to address this issue
Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They requested a copy of my...
bank statements to proof there were funds in my account, but I am still waiting their response. Issue not resolved yet.
Final Business Response /* (4000, 9, 2014/03/28) */
We have worked out a resolution to this customer's issue over email. Their 90 days same as cash did not process due to a system error - we have fixed the issue, honored their request, and consider this lease complete.
Final Consumer Response /* (4200, 11, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per their resolution:
We have worked out a resolution to this customer's issue over email. Their 90 days same as cash did not process due to a system error - we have fixed the issue, honored their request, and consider this lease complete.
Account still shows overdue with pending 5 payments of 73.61 until 7/2014. I would like to see those cleared from the account as I would not like for this mistake to appear on a collection or something like it on my SS in the future.
Thanks,
THESE ARE NOT STRAIGHTTAK PHONES...:)
Initial Business Response /* (1000, 8, 2015/04/28) */
The following email was sent to the customer in response to their complaint on 4/27/15:
Hi,
My name is [redacted] and I am in charge of following up with complaints filed with the Revdex.com. I've had a chance to review your...
history with us and I wanted to clarify a few items.
The first item I wanted to address was your complaint regarding the state of the items you leased. SmartPay's lease program acts only as a payment method that helps customer's acquire the items they want and own them after they complete all of their lease payments. We work with stores all over the country and because our application completed online (in-store), we rely on the store employees to make sure that the items being leased are what the customers are expecting to be leasing. Although the description of the items you leased does not mention the locked/unlocked status of your phone that you mentioned, if you feel that the store misrepresented the items that were leased to you, we suggest that you discuss it with the store manager/employee that you worked with as it is something that is not in our control. If you decide that you no longer wish to continue to make payments and maintain possession of the items leased to you, you have the option to return the leased items (at no cost to you) and all further lease payments will be cancelled.
With regards to the payment you disputed, the bank's decision applies only to whether or not the charge on your debit card was legitimate or not, not to your legal requirement to make lease payments that you agreed to pay. Although the bank decided that the charge (which you requested) was illegitimate, this does not remove your responsibility for the payments.
With regards to the collections calls you are receiving, the payment you disputed has essentially negated the previous payment you made and has brought your account to an overdue status. Because of this, our collections agents will continue to contact you in order to work out a way to make the payments due for your lease.
Please do not hesitate to contact us with any other questions or concerns.
Thank you,
Initial Business Response /* (1000, 5, 2015/01/28) */
The following email was sent to the customer on 1/28/15:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us....
Firstly, I'd like to apologize for the service you've received so far. We genuinely do strive to serve every customer and are still working towards that goal.
With regards to your lease with us, it seems as though there was an error in generating appropriate Terms & Conditions associated with your lease type. While there is a termination fee associated with your lease, it did not appear in document. Because of this, we will be refunding your payment of $118.48
Please allow 3-5 business days for this money to appear in your account. We apologize for the misunderstanding.
Please feel free to respond with any questions or concerns. We appreciate your patience and are looking forward to resolving this matter with your satisfaction.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/08) */
Our records show that the customer was able to successfully pay off their lease before their BuyOut deadline, as requested. This case can be considered solved.